Regional IT Service Leader – Middle East (AI & Automation)

Boston Consulting Group (BCG); Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

Boston Consulting Group is seeking a Middle East IT Service Manager to own end-to-end regional IT service delivery across Dubai, Riyadh, Doha, Abu Dhabi and Kuwait. You will be the primary liaison between local business leadership and the global IT organisation, ensuring technology works for the region.

Lead multi-site service delivery, manage senior stakeholders, and drive a shift toward automation and AI-enabled support while maintaining strong vendor governance and cost-to-serve visibility.

Qualifications

• 8–12+ years in IT Service Management or related leadership.
• Experience running multi-site or regional service delivery.
• Background in service transformation or operating model redesign.
• Hands-on familiarity with AI-enabled automation tooling and modern ESM platforms.
• Strong grounding in financial management, capacity planning, and cost-to-serve modelling.
• Vendor management and contract governance experience.
• Fluent English; Arabic proficiency is an advantage.
• Readiness to travel occasionally across Middle East locations.

Responsibilities

• Stakeholder management and business partnering across the region.
• Own regional IT service delivery end to end and escalate critical incidents.
• Drive automation and AI-enabled support within local workflows.
• Build cost-to-serve visibility and manage capacity against targets.
• Partner with ISRM on security posture and resilience practices.
• Translate office needs into inputs for global IT and ensure alignment.

Skills

IT Service Management

Regional service delivery

AI-enabled tooling

Financial management

Vendor management

English fluency

Travel readiness

Tools

ESM platforms

Job description

Boston Consulting Group is seeking a Middle East IT Service Manager to own end-to-end regional IT service delivery across Dubai, Riyadh, Doha, Abu Dhabi and Kuwait. You will be the primary liaison between local business leadership and the global IT organisation, ensuring technology works for the region.

Lead multi-site service delivery, manage senior stakeholders, and drive a shift toward automation and AI-enabled support while maintaining strong vendor governance and cost-to-serve visibility.